NS&I website login problems with telephone code

charlie12525

I have, on many occasions, had the problem where the numbers I input on the phone are not being received. The solution, for me, was to input the number before the "robot" has finished talking. If I wait until it has finished giving me the instructions and then input the numbers then it fails.

dogfonos

charlie12525 said:

...input the number before the "robot" has finished talking.

Never thought of that. Will try. Thanks.

Shuttle1

My husband is having the same problem with the authentication by phone not accepting his # . 1 hr on the phone going round in circles and eventually having the call dropped. It seems this problem has still not been resolved 11 July. I have no problem with same phone and iPad but they use text on mine not phone call🤔

Swipe

I have mine sent to my landline now after issues I previously had on my mobile phone.

dredski

Seems I'm joining a long queue here - 11th Jan 2025 (a Saturday). Same story - # not recognised on an iPhone. Tried 2 different browsers but it feels much more like a phone issue - whatever is at the NSandP end isn't recognising the hash key. Account suspended and I can fill in a form, etc. etc. Really poor!

Process is; log on via laptop seems fine, OTP appears on screen - call one is attempted but you don't see it until it's hung up on you, Call 2 comes through and you are asked to press # is you expecting this call.....fails!

I need access asap so will call when they are open and see what happens but judging from the above i'm not positive.

Beddie

I made a withdrawal last week and was concerned about the dreaded # key problem - but it worked fine. This was on a Xiaomi android phone, so it appears that some phones work and others don't.
I don't see why they need that step anyway and I also don't see why they cannot use SMS codes instead of a phone call.

simplygreyy

I used to have the same problem as mentioned above. I went into my browser and deleted all my cookies and it seem to solve the problem. Not only did i no longer get the robot call but they started texting OTP codes to my iPhone for me to enter on screen. It worked perfectly. Apparently nsandi have a problem with the hash key on iPhones. No other sites of which i am aware have a problem recognising the hash key on the most popular mobile phone in the world - perhaps nsandi need more competent developers.

On Wednesday of last week I received an email from nsandi telling me there was a secure message about my Premium Bonds and asking me to login to read it.Tried signing in over the weekend unsuccessfully  - got message site was unavailable because of maintenance/updates. Tried again today signed in and got to chose my telephone number - was pretty easy to guess that it was the one with 4* rather than 5* (albeit not very secure) and it said it would send me an OTP code to enter on the screen. An hour and a half later and I'm still waiting. Cleared cookies and tried another two or three times with same result. Nsandi needs to get its at together.

masonic

simplygreyy said:

I used to have the same problem as mentioned above. I went into my browser and deleted all my cookies and it seem to solve the problem. Not only did i no longer get the robot call but they started texting OTP codes to my iPhone for me to enter on screen. It worked perfectly. Apparently nsandi have a problem with the hash key on iPhones. No other sites of which i am aware have a problem recognising the hash key on the most popular mobile phone in the world - perhaps nsandi need more competent developers.

On Wednesday of last week I received an email from nsandi telling me there was a secure message about my Premium Bonds and asking me to login to read it.Tried signing in over the weekend unsuccessfully  - got message site was unavailable because of maintenance/updates. Tried again today signed in and got to chose my telephone number - was pretty easy to guess that it was the one with 4* rather than 5* (albeit not very secure) and it said it would send me an OTP code to enter on the screen. An hour and a half later and I'm still waiting. Cleared cookies and tried another two or three times with same result. Nsandi needs to get its at together.

Clearing cookies is a good workaround to the dreadful device security system they have set up. I do it because after a period of time they expire the cookie and you get unceremoniously dumped back to the login screen without explanation. So it is easier just to have the device not remembered if you log in infrequently.

However, you must remember to periodically go into your personal information and clear out old trusted devices, as there is a maximum number you can have, and once this is reached it will not allow you to login from a device it doesn't recognise.